Complaints

Our aim is to always provide a high standard of service to you. However, we recognise that things can go wrong occasionally and if this occurs we are committed to resolving matters promptly and fairly. If you wish to complain please contact us in any of the following ways:

• in writing (please mark your correspondence as “Complaint”) BP Insurance Brokers Marionette House 73/75 Whitegate Drive Blackpool FY3 9DA
• by e-mail (please mark your correspondence as “Complaint”) complaint@bpib.co.uk
• by telephone Blackpool 01253 393106 | Cleveleys 01253 863636 | Lancaster 01524 63740 | St Annes 01253 781007 | Commercial 01253 393076
• in person.

In all cases please quote your insurance policy number or any other reference we have given you. We promptly acknowledge complaints. Our complaints procedure is available on request and will be provided to you when we acknowledge receipt of any complaint that you make to us.

If your insurance is provided by underwriters at Lloyd’s we will confirm this to you when acknowledging your complaint. If you are unhappy with our response to your complaint, you may be entitled to refer the matter to the complaints team at Lloyd’s. Lloyd’s will investigate the matter and provide a final response. Full details of Lloyd’s complaints procedures are available at www.lloyds.com/complaints.

If you feel that we have not been able to resolve any matter to your satisfaction after our complaints process or if you are unhappy with our decision, or one provided by Lloyd’s (where applicable) or if we did not complete our investigation and issue our final response letter within eight weeks, you may be entitled to refer your complaint to the Financial Ombudsman Service (“FOS”) by post, phone or email.

Post: The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone: 0800 0234 567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk

The FOS is an independent and free service for settling disputes between businesses providing financial services and their customers. Your right to refer a complaint to the FOS will depend on you meeting the relevant eligibility criteria. Further information on the FOS and whether you would be eligible to refer your complaint to them can be found on its website at www.financial-ombudsman.org.uk.

If you live outside the United Kingdom or if you prefer not to deal directly with the FOS, you may be able to refer your complaint to a local dispute resolution provider.

Whether or not you make a complaint to us and/or refer your complaint to the Financial Ombudsman Service, your right to legal action will not be affected.